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Sears Support Ticket

Technician No Show

I have been a strong supporter of Sears and have bought most of my applicances here. After today I will go somewhere else. My refrigerator needed the gasket replaced. I received the part and let Sears know. The technician was scheduled for 5/30/13 from 7-11am. At 10:15am I called to confirm a technician was coming. I was told they were on their way and to make sure I was by my phone for when they called. At 11:15am I chatted with the on-line service. I was told I would be called by the scheduling department. I asked how soon would I be called and the response I got was "soon". At 12:15pm I called and I was told I did have a technician scheduled and they didn't have any notes on why he hadn't come. I would be called in 20 minutes by the technician. I asked for the information so that I could look up on-line the status. I was given the tech number as 0717082 and the service order number as 40326424. I waited and then looked on-line. The service order number was not recognized. It is now 12:55 pm and I have not heard anything.

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The technician did call at 1:15pm. The other technician had been bit by a dog and they needed to give his service calls to other technician. The technician was very nice and friendly. What I don't understand is why the schedulers did not know any of this. Sears needs better customer service.

Hi, my name is Brian with the Sears Cares team. We're sorry to hear that your technician was unable to show up to your appointment. Obviously, some circumstances such as animals, weather or illness are out of our control but we'd still like to make sure your repair is completed to your satisfaction. Please send the following information – contact #, screen name (yuchi) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any inconvenience and we look forward to speaking with you soon.

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